Service Desk Analyst

About Phoebus

Phoebus Software Limited is a leading provider of flexible financial systems and services, enhancing the lending and savings capabilities of our clients, which include retail banks, mortgage providers, loan administration companies, and building societies. Technology shapes every aspect of our lives—how we work, learn, move, and communicate. At Phoebus, we are at the forefront of this change, using our expertise and talent to create a market-leading contemporary product in the financial and mortgage services industry.

We are currently seeking a dedicated and skilled Service Desk Analyst to join our IT team. In this role, you will be pivotal in ensuring the smooth operation of our desktop infrastructure, providing essential technical support to employees, and contributing to the overall productivity of the organisation.

Why Join Phoebus?

Phoebus Software has been recognised as the 16th Best Technology Company to Work for in the UK and among the Top 50 UK Midsized Companies, thanks to our high levels of colleague engagement and satisfaction.

With a reputation for excellence, ongoing growth plans, cutting-edge technology, and a strong focus on employee well-being, Phoebus is an exciting and supportive place to build your career.

Work-Life Balance & Hybrid Working

At Phoebus, we understand the importance of balance and we embrace a hybrid working model to support a healthy work-life balance. Our modern offices are in the heart of Solihull, close to Touchwood Shopping Centre, offering a range of retail shops and eateries for your lunch break or after work. We provide on-site parking and are just a short walk from the train station for easy commuting.

Role Overview

The Service Desk Analyst is a key member of the Operations Team, which is currently composed of 25 members. The team is responsible for supporting clients and collaborating across various departments within the company to deliver and uphold the Service Delivery Life Cycle. The successful candidate will work in a structured environment, playing a crucial role in supporting our bespoke application aligned with the company’s commitment to providing high-quality, continuously improving services to our clients.

Working on a variety of system and business-related problems you should have excellent communication skills, be self-motivated, energetic, and can learn rapidly on the job and be able to share knowledge and ideas throughout the team.

The applicant will be working on a variety of system and business-related problems, changes and maintenance, working in a close-knit team. The applicant should have excellent communication skills, be self-motivated, energetic, and can learn rapidly on the job and be able to share knowledge and ideas throughout the team.

Key Responsibilities:

Data Analysis and Problem Resolution

Gather and analyse data to identify and resolve various system or business-related issues.

Regularly analyse data to identify trends, establish root causes, and recommend solutions.

Documentation and Compliance:

Produce and maintain accurate documentation as per business requirements.

Ensure information is stored in line with company policy and industry standards.

Testing and System Changes:

Ensure thorough testing of hardware and software changes, ensuring usability and functionality for clients.

Support client releases

Identify areas impacted by system changes and plan accordingly.

Technical Expertise and Problem Solving:

Quickly understand and address technical challenges within systems.

Utilize analytical, planning, and estimation techniques effectively.

Provide 1st and 2nd line support to both internal and external clients, ensuring timely resolution of issues.

Client Support & Communication:

Excellent communication and service skills in all client interactions.

Proactively identify ways to enhance service delivery and reduce support demand.

Understand and apply client feedback to drive improvements.

Teamwork and Ownership:

Work effectively within a fast-paced team environment.

Demonstrate ownership and commitment to resolving issues, overcoming obstacles, and seeing tasks through to completion.

Decision Making and Judgement:

Make informed decisions based on data analysis, client feedback, and system challenges. Exercise sound judgment in all tasks and responsibilities.

Continuous Improvement:

Identify opportunities for process improvement to enhance client satisfaction and reduce pressure on the support team.

Essential Experience & Skills:

Service Operations Experience: Demonstrated experience working within a Service Operations environment, ideally supporting technology-driven businesses.

Communication Skills: Strong written and verbal communication skills, with the ability to articulate complex technical issues clearly.

Time Management & Organisation: Excellent time management and organisational skills, with the ability to manage multiple tasks and priorities effectively.

ITIL Knowledge: Familiarity with ITIL frameworks would be beneficial, especially in service management and delivery.

Ticket Management Systems: Experience with ticket management systems, such as Jira or similar platforms, to track and manage service requests.

Team Collaboration: Demonstrable experience working effectively within collaborative team structures, ideally in a technology-focused environment.

Independence & Initiative: Ability to work independently, unsupervised, while maintaining a high level of attention to detail.

SLA Management: Experience in developing and managing Service Level Agreements (SLAs) in diverse environments with multiple stakeholders.

Problem-Solving: Ability to analyse complex problems, simplify them, and communicate solutions effectively across all levels of the organization.

Process Documentation: Experience in documenting processes and procedures using document management systems, ensuring consistency and adherence to standards.

Project Lifecycle: Knowledge and experience of working through the full project lifecycle, from initiation to completion.

Phoebus Perks: Why work with us?

If you’re ready to be part of something special, we’d love to hear from you

🏥 Private Health care scheme including dental, optical, and mental health cover

💪🏼 Wellbeing Choice - £350.00 per annum paid towards wellbeing activities of your choice

🙂 Life assurance scheme at 4x salary

💟 24/7 Employee Assistance Programme

💻 Flexible hybrid working

💰 Contributory Pension Scheme with Scottish Widows

🏝 33 days Holiday, including 8 bank holidays (5 of which are flexible bank holidays) & Holiday purchase scheme up to 5 days.

💰 Discretionary annual salary review & bonus

🚗 Electric car salary sacrifice scheme

🎂 Events & gifts to celebrate Long Service. Birthdays, Quarterly company-paid team meals and regular social events.

Our Phoebus Values

At Phoebus we are driven by our purpose and values, building our team with the right people is fundamental to our business & culture. Our values are made up of the following and we strive to live our values daily when working with colleagues and clients.

DONE Values: Dedicated, Open, No Nonsense, Excellence

Our Purpose: ‘To care about our clients, our product, our people and having fun’

Equality, diversity and inclusion Phoebus Software Ltd recognises that the success of its business depends on its people. We have a strong commitment to attracting and retaining a diverse workforce to enhance our business performance.

LOCATION - This role is based at the Head Office in Solihull and is not remote.